文章基本信息

标题：A Study for the Analysis of Customer Costs: Insurance Sector Example
其他标题：Müşteri Maliyetlerinin Analizine Yönelik Bir Çalışma: Sigorta Sektörü Örneği
本地全文：下载
作者：Fatma ALDIRMAZ AKKAYA ; Ahmet ÜNAL
期刊名称：İşletme Araştırmaları Dergisi
印刷版ISSN：1309-0712
出版年度：2019
卷号：11
期号：3
DOI：10.20491/isarder.2019.699
语种：English
出版社：Isarder
摘要：Purpose - It is widely accepted in the marketing literature that the new customer is more costly. However,some studies reject this situation. In this study,it is aimed to analyze available customer's,retentioned customer's,new customer's and churned customer's costs in the insurance sector of Turkey. Design / methodology /approach - Financial reports of 60 insurance and pension companies were used within the scope of the specified aim. These data are from 2013-2018. Available customer cost (ACC),new customer acquisition cost (CAC),customer retention cost (CRC) and customer churn cost (CCC) were calculated and analyzed. Findings - As a result of the analysis,it was found that the CAC is higher than both of the ACC,CRC and CCC in Turkey's insurance sector. Discussion – Protecting the available customers will have a positive impact on operating cost and the churned customer is the group that needs to be emphasized most because of the opportunity cost.
其他摘要：Amaç - Yeni müşterinin daha maliyetli olduğu pazarlama literatüründe genel kabul görmektedir. Ancak bazı çalışmalarda ise bu durum reddedilmektedir. Bu çalışmada Türkiye sigortacılık sektöründe mevcut müşterinin,tutulan müşterinin,yeni müşterinin ve kaybe
关键词：Customer Cost Analysis;Available Customer Cost (ACC);Customer Acquisition Cost;(CAC);Customer Retention Cost (CRC);Customer Churn Cost (CCC)
其他关键词：Müşteri Maliyetlerinin Analizi;Mevcut Müşteri Maliyeti;Yeni Müşteri Edinme Maliyeti;Müşteriyi Elde Tutma Maliyeti;Müşteri Kaybetme Maliyeti